Knowledge Management Analyst Resume Sample
Austyn Hyatt
909 Daryl Court,
Los Angeles,
CA
+1 (555) 974 2904
Work Experience
Senior Knowledge Management Analyst
04/2017
-
PRESENT
Philadelphia, PA
- Analyzes AFRC’s information architecture, understand MAJCOM, Base and Wing departmental requirements, to configure and maintain organizational taxonomies, site collections, policies, procedures, and solutions
- Knowledge and experience with technical writing and procedures/process documentation
- Certification or related experience in change management
- Experience writing content for learning and development purposes, including participant and leader materials
- Experience using and managing knowledge base systems and using online authoring tools
- Proficiency with Microsoft SharePoint and Office applications
- Technical or creative writing experience; internal communications experience
- Self-starter who is able to think and act independently
- Solution-oriented and desire to drive improvement
Knowledge Management Analyst
03/2010
-
10/2016
New York, NY
- Strong relationship-building skills; propensity to network and work well with remote stakeholders
- Partner with senior executives through the IT organization to strategize around onboarding process and knowledge mgmt
- Conduct meetings to understand current processes with which documentation and knowledge is managed, used and validated
- Assess current usage (depth and span) of SharePoint / jive vs communication happening through email for project delivery
- Understand current technology deployment and configuration management procedures and visually depict them
- Lead new site implementations and provide support to existing sites by understanding the main SharePoint features and functionality and leveraging that knowledge where appropriate
- Define the user requirements and analyze those requirements to determine if they map logically to specific ECMS and SharePoint functionality
Senior Knowledge Management Analyst
06/2004
-
11/2009
Boston, MA
- Recommend and demonstrate specific technical scenarios that users can perform unassisted
- Successfully anticipate, mitigate, identify, and work with ECMS team members to troubleshoot and resolve simple to moderately complex SharePoint problems/workflows and uses sound judgment to escalate issues as necessary
- Work with site managers to plan and design the information structure for sites
- Implement and monitor operational KPI’s and reports to identify knowledge management issues and actions that achieve performance targets
- Identify process improvement opportunities by applying LEAN principles to bring continuous improvement to policies, SOP’s, work instructions, agent utilization and action plans
- Manages account’s knowledge, coordinates and implements knowledge changes. Ensures that changes and updates are documented and communicated to the knowledge users
- Contribute to the identification of clients’ needs, develop an overall strategy to address the business needs, recommend appropriate solutions, manage the clients’ expectations, and influence and persuade others
- Entry Level w/Active TS/SCI Clearance
Education
LeTourneau University
1999 - 2004
Bachelor's Degree in Business
Professional Skills
- Provide support for our Knowledge Management Content Owners, Authors, Champions, and other cross-functional business partners throughout the internal and external network and influence business decisions
- Serve as Knowledge Management System Subject Matter Expert with comprehensive knowledge of both the system and its functions as well as the content within it in order to answer questions and provide insight into system improvements and optimizations
- Execute governance strategy by overseeing the authoring workflow process, managing the author certification process, conducting author certification meetings, and holding internal and external partners accountable to their roles
- Be a resource to resolve issues and bring improvements to Knowledge Management, the quality process and training, and develop and maintain Quality resources including style guides and best practice documents
- Participate in Knowledge Management team continuous improvement projects to enhance the end-user experience including bulk content updates, administration tasks, content and system formatting, and content configuration work
- Excellent collaborative skills; facilitation skills highly desirable
- Strong analytical, presentation, and problem-solving skills
How to write Knowledge Management Analyst Resume
Knowledge Management Analyst role is responsible for organizational, analytical, general, analysis, integration, microsoft, collaboration, communications, sharepoint, reporting.
To write great resume for knowledge management analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Knowledge Management Analyst Resume
The section contact information is important in your knowledge management analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Knowledge Management Analyst Resume
The section work experience is an essential part of your knowledge management analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous knowledge management analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular knowledge management analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Knowledge Management Analyst resume experience can include:
- Act as the Information Management focal point for F&M. Promote knowledge-sharing within the unit and assist others as needed with the Bank’s documents and records systems. Keep up-to-date on the policies and procedures for filing and disclosing documents. Relay changes and updates to the unit as a whole.Communities of Practice
- Maintain and update front-end support of the Department’s Intranet in SharePoint, including posting content, configuring sites, making required edits, developing site templates, managing lists, and overall ensuring pages function properly to meet Department objectives
- Improving our ability to effectively transfer technical information to reduce the impact of personnel transitions
- Write effectively and creatively for larger audience understanding
- Effectively champion for and focus on delivering knowledge base content that is usage, consumable, and equips users to provide positive customer solutions
- Manage multiple concurrent tasks and shifting priorities; strong attention to detail
Education on a Knowledge Management Analyst Resume
Make sure to make education a priority on your knowledge management analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your knowledge management analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Knowledge Management Analyst Resume
When listing skills on your knowledge management analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical knowledge management analyst skills:
- Demonstrate strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
- Demonstrate excellent written, verbal, and presentation skills is required, including the ability to explain technical concepts to end-users
- Prior experience testing and validating of processes and procedures
- Strong project management skills and ability to follow through project life cycle
- Strong communication skills (written, verbal and facilitation)
- Strong critical thinking, writing, and analytical skills
List of Typical Experience For a Knowledge Management Analyst Resume
1
Experience For Senior Knowledge Management Analyst Resume
- Proven technical documentation and content development skills
- Proactive nature and good organizational skills
- Experience with using, developing, and managing ontologies
- Experience with delivering training
- Demonstrated understanding of CSS creation and HTML
- Proven technical competency in several of the following areas
- Participates in complex cross-functional teams focused on projects to enhance customer and/or associate experience
- Provide a Services experience that enhances our culture, mission and values
- Gather experience across the KM spectrum of content management, technology tools and process improvement
2
Experience For Knowledge Management Analyst Trainee Resume
- Experience with the USMC
- Experience with OWL, XML, and RDF
- Discovering, developing and implementing methods to more fully realize the IT support portal offering as a first line of support for our clients
- Perform content gathering when working with Subject Matter Experts, Management, and/or while partnering with Training to develop communications
- Evaluates internal SNOW/SharePoint processes by tracking, trending and analyzing work processes and provides makes recommendations for improvements
- Development of knowledge base material using technical and creative writing
3
Experience For Knowledge Management Analyst Resume
- Execution of search tuning of Oracle Knowledge / Inquira with stakeholders
- Promote collaborative tools such as discussion boards to facilitate sharing of ideas and work among internal teams and external partners
- Help disseminate information about the organization's knowledge sharing program
- Develop and maintain Quality resources including style guides and best practice documents
- Manage a vocabulary, taxonomy, and ontology focused project, collaborating with relevant team members, developers, and stakeholders
- Accountability for achieving personal, team and organizational objectives
4
Experience For Senior Knowledge Management Analyst Resume
- Technically able to navigate content developing tools
- Proficiency with leading knowledge and content management systems and principles
- Competitive salary and benefit package (including shift allowance)
- Telesales – Sales & scripting
- Identification and development of requirements for enterprise content
- Creation of CSS/HTML to support Knowledge Management user interface
5
Experience For Knowledge Management Analyst Trainee Resume
- Translation of business needs into technical requirements
- Assist with budget management for system enhancements
- Consult on project impacts to Knowledge Management roadmap
- Documentation of system functionality in an easy-to-understand manner
- Share experiences across communities of practice, offices, and networks on innovative approaches in knowledge sharing, including preparation of case studies; Help monitor and evaluate the knowledge sharing program, including external benchmarking and evaluation programs/opportunities
- Develop and maintain desk level user documentation ensuring the most current information is available to the production areas via SharePoint and/or the Knowledge Center
- Perform End to End process and procedure mapping to assess gaps
6
Experience For Knowledge Management Analyst Resume
- Participate and/or Facilitate in cross functional projects assigned by Management
- Facilitate discussions to identify potential areas for process improvement
- Work with the broad scope of potentially impacted areas to implement, document the processes and ensure that end users are trained properly in how to use documentation effectively
- Assists in training staff or works with trainers to assure new procedures are implemented with minimal work interruptions, internally and externally
- Serves as project lead for documentation of business processes that have broad impact on processes, and workflows within Operations
- Provide support for our KM Content Owners, Authors, Champions, and other cross-functional business partners throughout the internal and external network and influence business decisions
- Execute governance strategy by overseeing the authoring workflow process, managing the author certification process, conducting author certification meetings, conducting content quality audits and holding internal and external partners accountable to their roles
- Maintain working knowledge of Roles and Permissions model to administrate user access requests and maintenance
- Serve as KM Subject Matter Expert with comprehensive knowledge of both the system and its functions as well as the content within it in order to answer questions and provide insight into system improvements and optimizations
7
Experience For Senior Knowledge Management Analyst Resume
- Communicate with KM Authors and Champions to ensure they are knowledgeable around KM system functions and updates
- Drive business partnerships in support of the Geek Squad 2020 initiatives
- Assist global customers at Medical Treatment Facilities (MTF) and MHS Program Offices with knowledge content creation, validation, editing, and publishing of knowledge articles to the Service Knowledge Management System (SKMS)
- Work directly with DHAGSC Subject Matter Experts to facilitate the addition of new and updated knowledge to the SKMS, to include processing of Remedy scripts and templates
- Assist with the planning, development, implementation, coordination, monitoring and evaluation of new or improvements to existing KnM policies, processes and procedures
- At the KnM Lead’s discretion, serve as a liaison to MHS Program Offices and other external MHS KnM stakeholders to facilitate participation in populating the Government provided SMKS tools (Currently Remedy Knowledge Management (RKM) system and RoboHelp KB) with articles for DHAGSC Analysts and customer self-help
- Strong, clear, and concise written skills required
- Interpersonal skills for communicating with clients
8
Experience For Knowledge Management Analyst Trainee Resume
- Strong experience in SharePoint
- Prioritise, plan, manage and deliver work in a timely and effective way
- Perform effectively when faced with time pressures, adversity, disappointment, or opposition
- Professional procedure writing experience, preferably in life insurance/financial services
- Partner with the business to understand their procedural documentation needs and translate these into effective procedures and job aids
- Positive, constructive and pragmatic approach to knowledge management with an emphasis on collaboration and good execution
- Maintain assigned contract deliverables according to DHAGSC Deliverables Procedure
9
Experience For Knowledge Management Analyst Resume
- Work special projects and maintain area documentation, to include KnM specific training
- Ensure compliance with DHA policies and procedures
- Successfully contribute to the KnM established goals, objectives and performance measures
- Directly receive and interpret customer requests for KnM support to include reports
- Collaborating with product and service owners across Information Technology (IT) to broaden the portfolio of client-facing knowledge and self-service offerings in order to reduce the number of calls to frontline support analysts
- Increasing the global accessibility and usability of the IT support portal by engaging with regional support colleagues to deploy geographically relevant content and attract clients
- Interfacing with technical support teams to develop requirements, test features and implement changes to the support portal capability and the support knowledge base
- Performing quality assurance and coaching users to develop their skills and ensuring adherence to the process and standards
- Develop understanding of the consulting business, CS’s offerings, and how various teams operate worldwide
10
Experience For Senior Knowledge Management Analyst Resume
- Developing training documentation and training users
- Analyzing metrics and data to identify trends and improvement opportunities across the support tiers globally
- Applying knowledge management standards and best practice to ensure the right information gets to the right people at the right time
- Promoting use of KM technology and processes
- Understanding of the commercial aims and objectives of British Gas, the external market place, Centrica and our customers
- Attention to detail and ability to focus on the task at hand without being distracted
List of Typical Skills For a Knowledge Management Analyst Resume
1
Skills For Senior Knowledge Management Analyst Resume
- Project management skills including the ability to facilitate meetings and track tasks for internal run projects
- Demonstrated experience implementing knowledge management principles within a military organization
- Effectively communicate (written and verbal) with business stakeholders
- Prior Joint Test and Evaluation Experience
- Experience developing processes and procedures for collaboration and enhancing the understanding of information
- Experience with developing and maintaining controlled vocabulary, indexes, and catalogs using relevant industry and Web standards
- Good understanding of information structures, naming strategies, and creation and use of web navigation
- Familiarity with knowledge management and Microsoft SharePoint. Experience with requirements gathering/interacting with clients
2
Skills For Knowledge Management Analyst Trainee Resume
- Experience leading small teams and working independently and with a large, mixed group of clients, other contractors, and internal team members
- Experience creating Knowledge Management portfolios
- Effective written and verbal communication when working with all levels of Independence Associates
- Previous technical writing and documentation experience preferably in the Help Desk or Desktop support industry
- Experience with understanding workflow process and principles
3
Skills For Knowledge Management Analyst Resume
- Previous experience working as a Knowledge Manager within an operations center
- Experience with requirement gathering and documentation
- Experience in customer service, operations, communications, training, business, retail or related area
- SharePoint experience
- Experience with Oracle Knowledge or InQuira
- Demonstrated command of the English language - verbal and written
- Prior military or civilian with a knowledge management MOS/AFSC or equivalent
- Call center experience is highly recommended
- Adjust priorities to meet urgent deadlines
4
Skills For Senior Knowledge Management Analyst Resume
- Knowledge Management experience
- Managing and organizing the technical information required to produce the deliverables for the program
- Learning and Development – training teams
- Leveraging past work to benefit the programs
- Capturing the basis of decisions to ensure that the “why” is understood today and in the future
5
Skills For Knowledge Management Analyst Trainee Resume
- Understanding of call centre work environments
- Ensure on-going audit ability, transparency and governance oversight requirements are met, including periodic document management status reporting
- Familiarity with developing and delivering knowledge sharing programs and with the customer’s information infrastructure
- Continually update materials for all ongoing training courses
- The contract shall support all project management including project schedule update and project meeting
6
Skills For Knowledge Management Analyst Resume
- Provide general "help desk" support to program staff who are having difficulty accessing documents in the knowledge management system
- Provide one on one training with program personnel on utilizing the knowledge management system
- Proficient in communicating outcomes of decisions and changes pertaining to business processes
- Responsible for training on product rollouts and process and workflow updates
- The contractor shall support external application with project management expertise. The contractor shall lead requirement meeting and documentation
- The contractor shall provide meeting minutes and create action items
7
Skills For Senior Knowledge Management Analyst Resume
- Detail orientation and understanding of corporate objectives
- Eagerness to learn, strengthen their knowledge base of our organization, and support others in assessing a broad scope of impacts to business process
- Work independently on projects and follow through the life cycle while maintaining targeted deadlines
- Work in collaboration with the Senior Director, Operations and Risk to develop strategy for specific areas of training, ensuring alignment with the overall strategic direction of the organization
- Be agile; thinking, acting, and prioritizing independently
- Demonstrate knowledge of planning and coordinating the complete life cycle of organizational data and information assets
8
Skills For Knowledge Management Analyst Trainee Resume
- Provide scheduling and calendar management utilizing knowledge of SES’ current workload and current issues with out prior approval
- The contractor shall advise and provide program management support to the Program Lead
- Provide general program management and consulting tasks to support the other areas of the governance team with business planning; governance board facilitations, etc
- Provide general knowledge management and document management support
- Develop briefings and reports as needed
- Calculate key performance metrics and develop performance reports, as needed
9
Skills For Knowledge Management Analyst Resume
- Secondary Responsibilities in the following areas:Monthly progress reports, CDRL tracking and reporting, SOP development, client governance meeting coordination and support, engagement management support, SharePoint testing and minor development, user guide development and training
- Provide general knowledge management and document management support; Develop and deliver training, communications, and tutorials to train and provide administrative support to program personnel on SharePoint functionality including procedures, standards, and best practices
- Monthly progress reports, CDRL tracking and reporting, SOP development, client governance meeting coordination and support, engagement management support, SharePoint testing and minor development, user guide development and training
- Use critical thinking to interpret content creation requests
- Partner with internal and external business entities to ensure process improvement, better customer experience, and improved brand reputation. (Digital Care, Operations, New Hire Training, Learning and Development, and Complaints)
- Design and implement KM systems and tools at the Unclassified, Secret, and Top Secret Sensitive Compartmented Information levels using products such as Microsoft SharePoint 2013 in accordance with requirements and policies set by the Designated Approval Authority for each specific network
- Develop and maintain a central repository of IT services support knowledge accessible by 614 ACOMS personnel and customers
- Provide on-the-job training specific to KM services, systems, and tools for government personnel during duty hours as specified in work center’s master train plan
- Manage the process for 14 AF ACCC to plan, coordinate, manage, share, and control information
10
Skills For Senior Knowledge Management Analyst Resume
- Identify and analyze data, information, and knowledge requirements to facilitate discovery and dissemination of decision-quality information
- Assist and educate users on authoritative data sources, data services, and presentation tools to meet 14 AF objectives
- Perform communications management (telephone and e-mail) determining nature of requests, and route to appropriate staff based upon knowledge of programs and operations
- Read and process incoming correspondence and material identifying which items need to be brought to attention of the SES, referred to appropriate staff, rerouted to other organizations or handled personally
- Support correspondence control and maintain files
List of Typical Responsibilities For a Knowledge Management Analyst Resume
1
Responsibilities For Senior Knowledge Management Analyst Resume
- Experience with developing documentation to define tools, methodologies, processes, access requirements, and compliance reports
- Use best practices in writing (original or from a draft), editing, and publishing procedures
- Oversee technical editing and copy-editing of knowledge products for consistency and readability. Proofread internal and external knowledge products
- Use established random sampling methodology to assign, track, and report quarterly document audit taskings
- Coordinate ongoing content review with the business
- Provide counsel and expertise to department authors regarding procedural documentation best practices
- Develop/update procedures resulting from Divisional or Departmental projects
- Monitor Defense Acquisition Board (DAB)/Overarching Integrated Product Team (OIPT) schedules, set up prep meetings with all appropriate personnel
2
Responsibilities For Knowledge Management Analyst Trainee Resume
- Provide support for KM approaches and tools (KNs, BNs, Capability Hub, Lessons Learned etc)
- Reviews project business requirements, assesses needs for documentation and creates an action plan to meet deadlines
- Respond quickly to critical communication requests to support our Customer Service Teams
- Work collaboratively with other teams on knowledge management focused projects
- Conduct interviews with key individuals/offices to create and deliver business process maps
- Update SharePoint pages with document libraries, forms, lists, webpages, and other out of the box websites or content
- Engage with clients to maintain all business documents related to requirements, business process maps, service requests and tasks and deliverables within the FERC KM SharePoint websites
3
Responsibilities For Knowledge Management Analyst Resume
- Provide OCEAN research for audits, market conduct exams, and litigation
- Able to ask questions that elicit pertinent and complete information
- Quickly gather and analyze information (often unfamiliar) and distill down into workable procedures
- Co-operate with product and service owners across Information Technology (IT) to broaden the portfolio of client-facing knowledge and self-service offerings in order to reduce the number of calls to frontline support analysts
- Collaborate with the Global Support Center team and IT delivery teams to ensure the online support experience for end user is consistent across all channels of IT Support
- Increase the global accessibility and usability of the IT support portal by engaging with regional support colleagues to deploy geographically relevant content and attract clients
- Discover, develop and implement methods to more fully realize the IT support portal offering as a first line of support for our clients
4
Responsibilities For Senior Knowledge Management Analyst Resume
- Interface with the Enterprise Portal IT group to develop requirements, test features and implement changes to the support portal capability
- Analyze metrics and data to identify trends and improvement opportunities across the support tiers globally
- Apply knowledge management standards and best practice to ensure the right information gets to the right people at the right time
- Be open to others’ opinions and feedback
- Understands customer and user requirements, their strategies and goals
- Support those who market and sell the end product of IC DTE
- Clarify business processes and procedures
- Find and suggest opportunities to improve processes and procedures in support of the IC or IC DTE activities
5
Responsibilities For Knowledge Management Analyst Trainee Resume
- Familiar with SharePoint data
- Develop and support custom SharePoint pages and page layouts
- Experience with configuring, monitoring, and providing input and direction for records management technology and systems and recommending new processes to enhance system
- Experience with implementing knowledge management activities, including vocabulary and taxonomy governance process, communicating consistently about upcoming changes, maintaining and updating intranet resources for compliance and quality assurance to facilitate easy access, and sharing and disseminating information
- Knowledge of Agile and Scrum
- Exceptional interpersonal flexibility and ability to work independently on tasks
- Service and results-oriented mindset
6
Responsibilities For Knowledge Management Analyst Resume
- Have a sense of urgency when called for
- Assertiveness and proactiveness is key
- Solution-oriented and motivated to identify and execute process improvement
- Proficient with Microsoft Sharepoint and Office applications
- Global exposure and opportunity to work with CS’s teams across the solution locations and grades
- This is a visible role with an opportunity to network across the firm
- Think structurally and organize things well
- Team oriented with positive attitude
7
Responsibilities For Senior Knowledge Management Analyst Resume
- Specific industry knowledge is highly desirable
- Have a schedule flexibility
- Business owners (Back Office Operations, Digital Care, Office of the President)
- Operations Readiness & Operational Controls
- Go to Market & Commercial teams
8
Responsibilities For Knowledge Management Analyst Trainee Resume
- Product Support – IT
- 2-3 peers; no direct reports
- Provide meeting support (telephone/conference call setup, visitor escort, preparation of meeting agenda, recording significant discussions and action items, printing of meeting materials)
- Coordinate travel support (scheduling, create reservations for hotels, rental cars, process registration forms, pay registration fees, include preparation material in travel folder, create authorizations, vouchers, credit card reconciliation)
- Prepare and review briefings as requested and coordinate security and public affairs approval
- Engage with the learning group within the KML team to convert knowledge products into learning program collateral, such as bit-sized learning, self-paced eLearnings, etc
9
Responsibilities For Knowledge Management Analyst Resume
- Engage with technology group within the KML team to conduct online consultations for knowledge products, produce webinars related to knowledge product launches, develop and distribute marketing communications via email tools and websites, etc
- Coordinate with IFC’s Legal Department on any issues related to copyright or re-use of knowledge products
- Proactively engage with E&S Specialists across the Department to understand knowledge product demands from clients, staff, etc
- Procure contracts with information and data providers to support E&S due diligence
- Serve as a key part of the IFC-CAO Working Group. CES’s Policy/KML team operates as the Secretariat for the Working Group, and manages IFC's engagement with CAO, and CAO cases. This work program is often high-profile and time-sensitive, requiring interaction with senior management, internal and external stakeholders, and CAO
- Act as central point of contact for both IFC and CAO
10
Responsibilities For Senior Knowledge Management Analyst Resume
- Lead IFC's tracking of CAO case portfolio information, initiate and undertake data analysis and research on E&S and CAO issues and trends, and prepare presentations for IFC staff, management, and external audiences
- A driven self-starter with demonstrated ability to efficiently and effectively understand the needs of clients and partners and a passion to innovate and propose solutions to meet those needs
- Strong organizational skills, with ability to prioritize, deal with frequent and unexpected changes, and work within tight timeframes
- Exemplary project management skills, including the ability to manage consultants and various inputs to deliver quality publications on schedule
- Demonstrated ability to synthesize and communicate on complex topics related to the environment, social, and corporate governance issues as they pertain to private sector development in developing countries and consistently do so in a manner that can be understood by non-experts
- Demonstrated proficiency in MS Word, MS Excel, HTML, MailChimp or other online email marketing campaign tool, and Adobe InDesign. Familiarity with content management good practice, including application of metadata to knowledge products, web content management and document management
- Demonstrated interpersonal and team collaboration skills including ability to work effectively in and influence a team, ability to relate well with senior staff and managers within and across WBG
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